The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library

Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management b...

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Bibliographic Details
Main Authors: Tan P.K., Mohd Suradi N.R., Saludin M.N.
Other Authors: 55371190400
Format: Conference paper
Published: 2023
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